We’re proud to share that Zorro has been named a 2026 Silver Stevie Award winner for Customer Service Department of the Year (Healthcare, Pharmaceuticals & Related Industries).
Our Customer Success team shows up every day for employers, employees, and brokers. They guide employers through onboarding and ongoing administration; support employees through plan selection, payments, and education; and help brokers deliver continued client value. And since our clients and partners are at the core of everything we do, we’d never miss an opportunity to celebrate our team’s unwavering commitment to them.
This 2026 Stevie Award win is a proud moment for our Customer Success team.
This year, the Stevie Awards considered 2,100+ nominations across 41 nations and territories, with winners determined by the average scores of 150 professionals worldwide.
To us, this win doesn’t just recognize the work our team has done. It also validates something we’ve known all along: that great customer support is essential to implementing ICHRA effectively — from onboarding and education to enrollments and ongoing administration.
If you’ve ever navigated health benefits, you know the stakes are real. Benefits decisions aren’t theoretical. They impact families, budgets, and care.
That’s why everything from an effective roll-out to successful plan selection to ongoing administrative assistance matters. And it all gets a lot easier when clients and their employees feel cared for throughout.
In an ICHRA model, the right partner changes everything.
ICHRA gives employers more flexibility and employees more choice. But that can also come with more complexity: new workflows, new responsibilities, and a benefits experience that can look quite different from a traditional group plan.
That’s why we’ve always believed prioritizing customer service isn’t a “nice to have” in ICHRA. It’s a must-have for delivering a benefits experience employers can trust and employees can rely on.
That’s where our Customer Success team comes in.
We partner closely with brokers to support successful transitions — helping them guide employers through ICHRA change, align on timelines, and deliver an experience they can confidently stand behind.
We work hand-in-hand with employers from day one to ensure a smooth rollout, reliable reimbursements, and confident ongoing administration.
And we support employees by helping them select a plan, ensuring coverage is set up correctly, and managing payments so their plan stays active.
We’ve built a support model that’s responsive, accountable, and getting measurably better every quarter.
In 2025, our Customer Success team raised the bar across every channel:
- First-Contact Resolution increased by 264% in six months through improved workflows and cross-training.
- 80% of tickets were resolved the same day.
- Average email response time: 19 minutes (vs. an industry “standard” that too often feels like 24 hours).
- A growing set of proactive resources — including an expanded Help Center and employer onboarding communications — helped clients get answers fast and feel confident without having to ask twice.
This is the stuff we obsess over: response times, resolution, and making sure people don’t get stuck.
Plus, we don’t just scale support with more headcount — we scale it with better technology. With our AI-powered decision tools and in-platform chatbot, 84% of employees were able to choose a plan without live assistance in 2026 open enrollment. That means employees get answers fast and our team can stay focused on the cases that need more hands-on assistance.
Here’s what our clients and partners have to say about the support they’ve received.
“Zorro has been great thus far. [The team] is awesome, extremely responsive, and knowledgeable… This has been an extremely smooth process. We appreciate the partnership.”
— Director of HR, Nonprofit
“Recently, my team and I put a group with Zorro and I am impressed. I am impressed with the rep, and the technology. The process with a short timeline is going smoothly and the client is very happy.”
— Senior Vice President, Benefits brokerage
“The implementation and open enrollment process went very smoothly, and we received a great deal of positive feedback from the employees regarding the process and the amount and quality of support they received.”
– Benefits Administrator, Education industry
“Your team has been absolutely phenomenal to work with… I look forward to continuing to work with Zorro and hopefully get [more employers] as excited about ICHRA as we all are.”
— Carrier partner
To our Customer Success team: this one’s for you.
You’re the reason our clients feel supported through change.
You’re the reason brokers trust us with their relationships.
You’re the reason employees feel like they have a real partner through every step of choosing (and using) their benefits.
Thank you for the follow-through, the calm, the rigor, and the care.
— Team Zorro
